Customer Experience & Operations Lead

Aurora Vision Group; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in customer service solutions is seeking a Customer Service & Operations Manager to oversee the entire customer care function. This role requires strong operational problem-solving skills, a data-driven approach, and the ability to lead cross-functional teams. The ideal candidate has over 5 years of experience in customer care or operations, ideally in premium fashion or retail. You will set service quality standards and ensure a seamless customer experience.

Qualifications

• Strong background in operational problem-solving and process improvement.
• Passion for innovation and building a customer-first culture.

Responsibilities

• Lead and manage the Customer Care team, ensuring service quality and resolution.
• Drive cross-functional collaboration to improve customer experience.
• Monitor and report on customer care KPIs.

Skills

Customer care

Operational problem-solving

Cross-functional team alignment

Data-driven mindset

Excellent communication

Education

5+ years of experience in customer care or operations

Tools

CRM/ticketing tools

Analytics and reporting systems

Job description

A leading company in customer service solutions is seeking a Customer Service & Operations Manager to oversee the entire customer care function. This role requires strong operational problem-solving skills, a data-driven approach, and the ability to lead cross-functional teams. The ideal candidate has over 5 years of experience in customer care or operations, ideally in premium fashion or retail. You will set service quality standards and ensure a seamless customer experience.